I have booked a flight NX3000 from Cathay Pacific to London at 13 January, 2011. The flight was supposed to depart at 8:00pm, however the flight was delayed for 6 hours without any early notification.
Due to the delayed flight, I need to book a hotel nearby which have cost me $2,500. I also missed my business meeting in London that morning which I would have had time to postpone if there had been notifications ahead.
I tried to contact your check-in desk assistant but they replied to me in a rude manner and could not help me to find any earlier flight. I also tried to call your company but nobody answer my phone.
I am a frequent-flyer of your company, but this experience makes me hesitate to further travel through your airline because of the unreliable service.I certainly hope you can compensate my loss due to your mistakes.
Yours faithfully
Mr. Leung
Reply by Charlotte and Tat
Dear Mr. Leung RE:Complain about the airline service
On behalf of our company, we feel sorry and sincerely apologize for the unfavorable conditions you came across.
The reason of our decision to delay was due to the unstable weather condition that day. Because of the prediction of seasonal cyclone at that time, we decided to delay all the flights after urgent meetings to ensure the safety of our customers as well as flight attendants.
However, we admit that it is our faultof the our failure to inform all our front-line employees immediately about the situation is our fault, and(s...) inducing the lack of earlier notification.We own a part of responsibility for this incident.
To compensate your loss, we are going to provide you a full refund of the accommodation that night, as well as a free up-grade for your next flight. We sincerely apologize for all inconvenience caused.
P.S Please kindly provide the hotel receipt via fax or email to our company for refund and record.
Yours sincerely,
Tat Wong
Manger of Department of Customer Service
Complain about the airline service
I have booked a flight NX3000 from Cathay Pacific to London at 13 January, 2011. The flight was supposed to depart at 8:00pm, however the flight was delayed for 6 hours without any early notification.
Due to the delayed flight, I need to book a hotel nearby which have cost me $2,500. I also missed my business meeting in London that morning which I would have had time to postpone if there had been notifications ahead.
I tried to contact your check-in desk assistant but they replied to me in a rude manner and could not help me to find any earlier flight. I also tried to call your company but nobody answer my phone.
I am a frequent-flyer of your company, but this experience makes me hesitate to further travel through your airline because of the unreliable service.I certainly hope you can compensate my loss due to your mistakes.
Yours faithfully
Mr. Leung
Reply by Charlotte and Tat
Dear Mr. Leung
RE:Complain about the airline service
On behalf of our company, we feel sorry and sincerely apologize for the unfavorable conditions you came across.
The reason of our decision to delay was due to the unstable weather condition that day. Because of the prediction of seasonal cyclone at that time, we decided to delay all the flights after urgent meetings to ensure the safety of our customers as well as flight attendants.
However, we admit that it is our fault of the our failure to inform all our front-line employees immediately about the situation is our fault, and (s...) inducing the lack of earlier notification.We own a part of responsibility for this incident.
To compensate your loss, we are going to provide you a full refund of the accommodation that night, as well as a free up-grade for your next flight. We sincerely apologize for all inconvenience caused.
P.S Please kindly provide the hotel receipt via fax or email to our company for refund and record.
Yours sincerely,
Tat Wong
Manger of Department of Customer Service